Systems, methods and computer program products for implementing processes relating to retail sales

ABSTRACT

The present invention provides a system that facilitates the selection of purchasable items for use in an environs defined by the customer. In one aspect, the system includes a processing element capable of proposing a plurality of purchasable items to the customer for selection by the customer. The processing element also is capable of receiving data representing the environs and data representing at least one purchasable item selected by the customer. The processing element is further capable of generating and displaying a three-dimensional graphical representation of the environs and each purchasable item or items selected by the customer so that the customer can visualize the items in the environs.

CROSS REFERENCES TO RELATED APPLICATIONS

This application is a continuation of and claims priority from allowed,co-pending U.S. patent application Ser. No. 10/796,485, filed on Mar. 9,2004 and entitled “SYSTEMS, METHODS AND COMPUTER PROGRAM PRODUCTS FORIMPLEMENTING PROCESSES RELATING TO RETAIL SALES”, the entire contents ofwhich are incorporated herein by reference.

This application is also filed concurrently with five siblingcontinuation applications each claiming priority from allowed,co-pending U.S. patent application Ser. No. 10/796,485, eachconcurrently filed continuation application entitled “SYSTEMS, METHODSAND COMPUTER PROGRAM PRODUCTS FOR IMPLEMENTING PROCESSES RELATING TORETAIL SALES”, and having serial numbers as follows: 12/928,956 (nowpublished as U.S. Patent Application Publication No. 2011/0106650),12/930,009 (now published as U.S. Patent Application Publication No.2011/0173088), 12/930,010 (now published as U.S. Patent ApplicationPublication No. 2011/0166954), 12/928,979 (now published as U.S. PatentApplication Publication No. 2011/0106651), and 12/930,008 (now publishedas U.S. Patent Application Publication No. 2011/0166909), the entirecontents of each incorporated herein by reference.

BACKGROUND OF THE INVENTION

1. Field of the Invention

The present invention relates to systems, processes, and computerprogram products for the sourcing, scheduling, sales, billing, inventorymanagement, product presentation, delivery, customer management andother functions relating to the provision of goods and services,particularly in the retail sales environment.

2. Description of Related Art

The efficient provision of goods and services to customers by retailersinvolves a variety of discrete tasks on the part of a retailer,including, without limitation, sourcing and scheduling inventory,product presentation and management, pricing, delivery and installationscheduling, customer billing, inventory management, vendor management,vendor payment, and/or customer management. Moreover, delivery and/orinstallation of purchased products present separate, but often desiredor necessary tasks, particularly for customers looking for a turnkeysolution. Inefficiencies in the implementation of these tasks can bedetrimental to the financial performance of a retailer's business,including errors in product selection and ordering, excess inventorycosts, lost sales, and customer dissatisfaction, just to name a few.Further, ineffective or inefficient execution of these tasks impacts aretailer's ability to keep up with changing demands of the marketplace,all of which results in lost sales and lost opportunities. Sincedifferent individuals and/or departments within a retailer implementmany of these tasks, it can be difficult to manage the implementation ofthese various tasks so as to insure that the tasks are completed timelyand accurately, and in the most cost effective manner. These tasks (orthe problems created by ineffective and/or inefficient execution ofthem) are common to retailers in a variety of fields or markets,including consumer electronics, household appliances, furniture,clothing, sporting equipment, motorized vehicles, toys and playgroundequipment, groceries, and home improvement.

For example, a home improvement project can be a daunting task for ahomeowner lacking experience in planning and implementing such aproject, particularly a project that involves a number of differentproducts and/or services such as remodeling a kitchen or bathroom, whichlikely involves electrical, plumbing, appliances, cabinetry, flooring,etc. Often, such home improvement projects require an extensive amountof planning, including measurements of the space to be improved,selection of various products to be installed, selection of the moredetailed aspects of the products, such as colors, textures, finishes,etc., delivery of the products and, importantly, their installation.Often, not all of the desired products are in stock at a particular homeimprovement store and vendors (either through catalogs, Internet, etc.)must be consulted, which is often a tedious process inasmuch as suchsecondary sources may not have sufficient details to visualize theexpected result. In addition, the planning, design and selection taskscan also involve consulting with multiple sales persons, contractors andother parties. For instance, a customer that wants to refinish a kitchenmay need to interact with a cabinet designer, a flooring specialist, amillwork specialist, an appliance specialist and various representativesof other specialties such as hardware, lighting and plumbing. Decisionsmust be made with respect to each of these areas to achieve anacceptable completed project.

In addition to selecting the building materials, appliances,accessories, etc. to be used in the project, the homeowner must scheduleboth the delivery and the installation of the purchased items. It istypically not acceptable that all items are delivered at once or in arandom, drawn out fashion. Indeed, it is often critical that the itemsarrive in a predetermined order that allows for effective installation.Furthermore, homeowners often desire that contractors or skilledinstallers perform some or all of the necessary installation. In bothcases it is necessary that delivery of items and installation bescheduled relative to one another to permit acceptable and timelycompletion of the project.

In addition to the difficulties of planning and designing the project,and selecting the necessary materials and products, the homeowner isalso typically concerned about the overall cost of the project. The costof each home improvement project includes not only the cost ofmaterials, tools, appliances, accessories, etc., but also the deliveryand installation of these items. Installation costs are difficult toestimate due to the need to contact multiple contractors, thereliability of which may be unknown to the customer. Further, theplanning and design of, and selection of products for, the homeimprovement project may need to be modified if the overall cost of theproject exceeds the amount budgeted by the customer. As a result, theplanning, design, and selection tasks may have to undergo severaliterations. All of these difficulties make it very desirable for acustomer to have tools that facilitate the planning, design, selection,delivery, installation, and cost management of the home improvementproject.

Aside from the homeowner, the home improvement retailer must attempt tomake as many different products and services available to its customers,must facilitate efficient delivery of the products and services andoften must provide installation services. In addition, the retailer mustcoordinate customer management among its customer representatives,management of sales opportunities, ordering of inventory and any customor configurable products selected by a customer, vendor payments, andcustomer billing. Ineffective and/or inefficient management of thesetasks can result in lost sales opportunities, returns, etc., which canadversely affect the profitability of the retailer.

In seeking to integrate aspects of the sales process, others haveproposed interactive systems to assist customers with the design andordering of products and services. For example, U.S. Patent ApplicationPublication No. 2001/0044749 to Heisler et al. (“Heisler”) discloses ahome improvement system 10 embodied in a web site allowing customers toidentify the materials needed for a project and then to order thecorresponding materials. The home improvement system can communicatewith the customer 50 and a third-party business 60. The web siteincludes a collection of software tools for designing home improvementssuch as decks, shelves, kitchens or bathrooms. The software tools caninclude “solution tools” that facilitate calculations of neededmaterials. For instance, the solution tools can calculate an amount ofwallpaper, ceiling tiles or concrete necessary to complete a project.According to one embodiment, Heisler discloses the use of graphics tolay out the property perimeter, home and landscape features fordesigning a sprinkler system. During design, the home improvement systemcan suggest parts and accessories from a list of sprinkler products.Once a design is finalized, it can be transmitted to the third-partybusiness, which can modify the design to fit existing inventory and makeother design suggestions. The home improvement system can then output ashopping list that contains information identifying the various parts,prices and assembly references to facilitate purchases. Alternatively,the purchase may be submitted electronically to the third-party businessand the materials picked up later at the business.

Although Heisler addresses some of the needs of the customer andretailer and, in particular, assisting the customer with the design ofthe home improvement project, Heisler fails to provide an integratedsolution and, more specifically, it fails to address a number of thetasks involved with facilitating the sale, including coordination ofinstallation services for those customers not wanting to install theproject themselves, scheduling, billing, vendor payments and inventorymanagement for the retailer. In addition, Heisler does not provide forinteraction with sales persons, contractors and other parties withimportant knowledge that may improve the design and selection tasks.With these and other steps not facilitated, the customer is stillrequired to carry most of the design to execution with little assistanceand the retailer is still required to coordinate all of its procurement,billing, vendor payment and customer management tasks. Similar problemsaffect customers and retailers in other fields, including consumerelectronics, household appliances, furniture, clothing, sportingequipment, toys and playground equipment, groceries, and motorizedvehicles, just to name a few.

It would be advantageous to have a system that is not only capable offacilitating product design and/or selection, but that can alsofacilitate execution of the design, selection and sales tasks for thecustomer, retailer and vendors. It would be further advantageous iffacilitating execution of the design, selection and sales tasks includedinvolving customer representatives, vendors and other third parties thatare not readily available to, or known by, the customer; allowed theselection and scheduling of related services, such as detailedmeasurement, delivery, installation, maintenance, warranty, etc., ifnecessary; and facilitated customer management, management of salesopportunities, inventory management, vendor management, vendor payments,customer billing for the retailer, and communication between each ofthese different entities.

BRIEF SUMMARY OF THE INVENTION

The present invention addresses the above needs and achieves otheradvantages by providing a system that facilitates the selection ofpurchasable items by a customer and that allows greater choice,flexibility and design input by customers and that allows for theintegration of the customer's selection of purchasable items intoretailer processes for providing and administering the provision ofpurchasable items. The system includes a number of processes thatindividually have value, but that collectively can provide a fullyintegrated solution for the retailer, customer and vendors.

According to one embodiment of the present invention, the systemfacilitates the selection of purchasable items for use in an environsdefined by the customer. In one aspect, the system includes a processingelement capable of proposing a plurality of purchasable items to thecustomer for selection by the customer. The processing element also iscapable of requesting, receiving and processing data representing theenvirons and data representing at least one purchasable item selected bythe customer. The processing element is further capable of generatingand displaying a three-dimensional graphical representation of theenvirons and each purchasable item or items selected by the customer sothat the customer can visualize the items in the environs. In oneembodiment, the processing element is capable of proposing a templatefor at least one environs to the customer for selection by the customer.In another embodiment, the environs include a kitchen, a bathroom, aroom, or an exterior space.

According to another embodiment of the present invention, the systemincludes a processing element capable of requesting, receiving andprocessing data representing at least one customer preference. Theprocessing element is capable of storing data representing a first setof purchasable items. The processing element also is capable ofproposing a second set of purchasable items to the customer forselection by the customer. The processing element is further capable offiltering the first set of purchasable items based at least in part uponthe at least one customer preference to generate the second set ofpurchasable items.

According to another embodiment of the present invention, the systemincludes a processing element capable of proposing a first set ofpurchasable items to the customer for selection by the customer. Theprocessing element is capable of requesting, receiving and processingdata representing at least one purchasable item selected by the customerfrom the first set of purchasable items. The processing element isfurther capable of proposing a second set of purchasable items to thecustomer for selection by the customer. The processing element iscapable of requesting, receiving and processing data representing atleast one purchasable item selected by the customer from the second setof purchasable items. The processing element generates the second set ofpurchasable items based at least in part upon the at least onepurchasable item selected by the customer from the first set ofpurchasable items.

According to another embodiment, the system includes a processingelement capable of proposing a plurality of purchasable items to thecustomer for selection by the customer. The processing element is alsocapable of requesting, receiving and processing data representing atleast one purchasable item selected by the customer. The processingelement is further capable of scheduling the installation of, and/oron-site measurement for, the at least one purchasable item selected bythe customer.

According to another embodiment, the present invention provides a systemfor facilitating the selection of purchasable items by a customer andordering of the selected purchasable items from a vendor. In one aspect,the system includes a processing element capable of proposing aplurality of purchasable items to the customer for selection by thecustomer. The processing element is capable of requesting, receiving andprocessing data representing at least one purchasable item selected bythe customer. The processing element is further capable of communicatingdata representing the at least one purchasable item selected by thecustomer to the vendor.

According to another embodiment, the present invention provides a systemfor facilitating the selection of configurable purchasable items by acustomer and the manufacture of selected configurable purchasable itemsby a vendor. In one aspect, the system includes a processing elementcapable of proposing a plurality of configurable purchasable items tothe customer for selection by the customer. The processing element iscapable of requesting, receiving and processing data representing atleast one configurable purchasable item selected by the customer. Theprocessing element is capable of soliciting from the customerspecifications for the at least one configurable purchasable itemselected by the customer. The processing element is also capable ofrequesting, receiving and processing data representing thespecifications for the at least one configurable purchasable itemselected by the customer. The processing element is further capable ofcommunicating data representing the specifications for the at least oneconfigurable purchasable item selected by the customer to the vendor.

According to another embodiment, the present invention provides a systemfor facilitating the selection of configurable purchasable items by acustomer and the provision of service by an in-store customerrepresentative. In one aspect, the system includes a processing elementcapable of proposing a plurality of configurable purchasable items tothe customer for selection by the customer. The processing element isalso capable of requesting, receiving and processing data representingat least one configurable purchasable item selected by the customer. Theprocessing element is further capable of scheduling an appointment forthe customer with the in-store customer representative relating to theat least one configurable purchasable item selected by the customer.

According to another embodiment, the present invention provides a systemfor facilitating the management of sales opportunities for purchasableitems offered to a customer. In one aspect, the system includes aprocessing element capable of proposing a plurality of purchasable itemsto the customer for selection by the customer. The processing element isalso capable of requesting, receiving and processing data representingat least one purchasable item selected by the customer. The processingelement is further capable of prompting a customer representative tocontact the customer based upon the data received representing the atleast one purchasable item selected by the customer.

In another embodiment, the system includes a processing element capableof proposing a plurality of purchasable items to a plurality ofcustomers for selection by the customers. The processing element is alsocapable of requesting, receiving and processing and storing datarepresenting at least one purchasable item selected by each customer anddata representing at least one sales variable for each customer. Theprocessing element is further capable of comparing the at least onesales variable for at least two customers.

According to other embodiments of the present invention, the system canintegrate one or more of the functionalities described above together,as well as include other functionalities to provide a total solution forboth the customer and retailer. For example, in one embodiment, thesystem can include a processing element capable of issuing a payment toa vendor and/or invoicing or billing a customer based at least partiallyupon the at least one purchasable item selected by the customer. Inanother embodiment, the system can include a processing element capableof requesting, receiving and processing data representing instructionsrelating to pricing, discounts, etc. for the purchasable items and thenimplementing or deploying the instructions throughout the entire systemwherein the system comprises a multi-store and/or multi-terminal system.

According to another embodiment, the present invention provides acomputer program product for facilitating the selection of purchasableitems by a customer for use in an environs defined by the customer. Thecomputer program product includes a computer-readable storage mediumhaving computer-readable program code portions stored therein. In oneaspect, the computer-readable program portions include an executableportion for proposing a plurality of purchasable items to the customerfor selection by the customer. The executable portion requests, receivesand processes data representing the environs and data representing atleast one purchasable item selected by the customer. The executableportion generates a three-dimensional graphical representation of theenvirons and the at least one purchasable item selected by the customerso that the customer can visualize the selected purchasable items in theenvirons. In one embodiment, the executable portion proposes a templatefor at least one environs to be selected by the customer. In anotherembodiment, the environs include a kitchen, a bathroom, a room, and anexterior space.

In another embodiment, the present invention provides a computer programproduct for facilitating the selection of purchasable items by acustomer. The computer program product comprising a computer-readablestorage medium having computer-readable program code portions storedtherein. In one aspect, the computer-readable program portions includean executable portion for requesting, receiving and processing datarepresenting at least one customer preference. The executable portionrequests, receives and processes data representing a first set ofpurchasable items. The executable portion proposes a second set ofpurchasable items to the customer for selection by the customer. Theexecutable portion filters the first set of purchasable items based atleast in part upon the at least one customer preference to generate thesecond set of purchasable items.

In another embodiment, the computer-readable program portions include anexecutable portion for proposing a first set of purchasable items to thecustomer for selection by the customer. The executable portion requests,receives and processes data representing at least one purchasable itemselected by the customer from the first set of purchasable items. Theexecutable portion proposes a second set of purchasable items to thecustomer for selection by the customer. The executable portion requests,receives and processes data representing at least one purchasable itemselected by the customer from the second set of purchasable items. Theexecutable portion generates the second set of purchasable items basedat least in part upon the at least one purchasable item selected by thecustomer from the first set of purchasable items.

In another embodiment, the computer-readable program portions include anexecutable portion for proposing a plurality of purchasable items to thecustomer for selection by the customer. The executable portion requests,receives and processes data representing at least one purchasable itemselected by the customer. The executable portion schedules theinstallation of, and/or on-site measurement for, the at least onepurchasable item selected by the customer.

In another embodiment, the present invention provides a computer programproduct for facilitating the selection of purchasable items by acustomer and ordering of the selected purchasable items from a vendor.The computer program product includes a computer-readable storage mediumhaving computer-readable program code portions stored therein. In oneaspect, the computer-readable program portions include an executableportion for proposing a first set of purchasable items to the customerfor selection by the customer. The executable portion requests, receivesand processes data representing at least one purchasable item selectedby the customer from the first set of purchasable items. The executableportion proposes a second set of purchasable items to the customer forselection by the customer. The executable portion requests, receives andprocesses data representing at least one purchasable item selected bythe customer from the second set of purchasable items. The executableportion generates the second set of purchasable items based at least inpart upon the at least one purchasable item selected by the customerfrom the first set of purchasable items.

In another embodiment, the computer-readable program portions include anexecutable portion for proposing a plurality of purchasable items to thecustomer for selection by the customer. The executable portion requests,receives and processes data representing at least one purchasable itemselected by the customer. The executable portion communicates datarepresenting the at least one purchasable item selected by the customer,to the vendor.

In another embodiment, the present invention provides a computer programproduct for facilitating the selection of configurable purchasable itemsby a customer and the manufacture of selected configurable purchasableitems by a vendor. The computer program product includes acomputer-readable storage medium having computer-readable program codeportions stored therein. In one aspect, the computer-readable programportions include an executable portion for proposing a plurality ofconfigurable purchasable items to the customer for selection by thecustomer. The executable portion requests, receives and processes datarepresenting at least one configurable purchasable item selected by thecustomer. The executable portion solicits from the customerspecifications for the at least one configurable purchasable itemselected by the customer. The executable portion requests, receives andprocesses data representing the specifications for the at least oneconfigurable purchasable item selected by the customer. The executableportion communicates data representing the specifications for the atleast one configurable purchasable item selected by the customer to thevendor.

In another embodiment, the present invention provides a computer programproduct for facilitating the selection of configurable purchasable itemsby a customer and the provision of service by an in-store customerrepresentative. The computer program product includes acomputer-readable storage medium having computer-readable program codeportions stored therein. In one aspect, the computer-readable programportions include an executable portion for proposing a plurality ofconfigurable purchasable items to the customer for selection by thecustomer. The executable portion requests, receives and processes datarepresenting at least one configurable purchasable item selected by thecustomer. The executable portion schedules an appointment for thecustomer with the in-store customer representative relating to the atleast one configurable purchasable item selected by the customer.

In another embodiment, the present invention provides a computer programproduct for facilitating the management of sales opportunities forpurchasable items offered to a customer. The computer program productincludes a computer-readable storage medium having computer-readableprogram code portions stored therein. In one aspect, thecomputer-readable program portions include an executable portion forproposing a plurality of purchasable items to the customer for selectionby the customer. The executable portion requests, receives and processesdata representing at least one purchasable item selected by thecustomer. The executable portion prompts a customer representative tocontact the customer based upon the data received representing the atleast one purchasable item selected by the customer.

In another embodiment, the computer-readable program portions include anexecutable portion for proposing a plurality of purchasable items to aplurality of customers for selection by the customers. The executableportion requests, receives and processes data representing at least onepurchasable item selected by each customer and data representing atleast one sales variable for each customer. The executable portioncompares the at least one sales variable for at least two customers.

According to other embodiments of the present invention, the computerprogram product can integrate one or more of the functionalitiesdescribed above together, as well as include other functionalities toprovide a total solution for both the customer and retailer. Forexample, in one embodiment, the computer program product includes anexecutable portion that issues a payment to a vendor and/or invoices orbills a customer based at least partially upon the at least onepurchasable item selected by the customer. In another embodiment, thecomputer program product includes an executable portion element thatrequests, receives and processes data representing instructions relatingto pricing, discounts, etc. for the purchasable items and thenimplements or deploys the instructions throughout a multi-store ormulti-terminal system.

In another embodiment, the present invention provides a method forfacilitating the selection of purchasable items by a customer for use inan environs defined by the customer. In one aspect, the method includesproposing a plurality of purchasable items to the customer for selectionby the customer. Data representing the environs and data representing atleast one purchasable item selected by the customer are requested,received and processed electronically. A three-dimensional graphicalrepresentation of the environs and the at least one purchasable itemselected by the customer are generated. The three-dimensional graphicalrepresentation of the environs and the at least one purchasable itemselected by the customer are displayed so that the customer canvisualize the at least one selected purchasable item in the environs. Inone embodiment, a template for at least one environs is proposed to thecustomer for selection by the customer. In another embodiment, theenvirons include a kitchen, a bathroom, a room, and an exterior space.

In another embodiment, the present invention provides a method forfacilitating the selection of purchasable items by a customer. In oneaspect, the method includes storing electronically data representing afirst set of purchasable items. Data representing at least one customerpreference is requested, received and processed electronically. A secondset of purchasable items is proposed to the customer for selection bythe customer. The first set of purchasable items is filtered based atleast in part upon the at least one customer preference to generate thesecond set of purchasable items.

In another embodiment, the method includes proposing a first set ofpurchasable items to the customer for selection by the customer. Datarepresenting at least one purchasable item selected by the customer fromthe first set of purchasable items is requested, received and processedelectronically. A second set of purchasable items is proposed to thecustomer for selection by the customer. Data representing at least onepurchasable item selected by the customer from the second set ofpurchasable items is requested, received and processed electronically.The second set of purchasable items is generated based at least in partupon the at least one purchasable item selected by the customer from thefirst set of purchasable items.

In another embodiment, the method includes proposing a plurality ofpurchasable items to the customer for selection by the customer. Datarepresenting at least one purchasable item selected by the customer isrequested, received and processed electronically. The installation of,and/or on-site measurement for, the at least one purchasable itemselected by the customer is scheduled.

In another embodiment, the present invention provides a method forfacilitating the selection of purchasable items by a customer andordering of the selected purchasable items from a vendor. In one aspect,the method includes proposing a plurality of purchasable items to thecustomer for selection by the customer. Data representing at least onepurchasable item selected by the customer is requested, received andprocessed electronically. Data representing the at least one purchasableitem selected by the customer is communicated electronically to thevendor.

In another embodiment, the present invention provides a method forfacilitating the selection of configurable purchasable items by acustomer and the manufacture of selected configurable purchasable itemsby a vendor. In one aspect, the method includes proposing a plurality ofconfigurable purchasable items to the customer for selection by thecustomer. Data representing at least one configurable purchasable itemselected by the customer is requested, received and processedelectronically. Specifications for the at least one configurablepurchasable item selected by the customer are solicited from thecustomer. Data representing the specifications for the at least oneconfigurable purchasable item selected by the customer is requested,received and processed electronically. Data representing thespecifications for the at least one configurable purchasable itemselected by the customer are communicated electronically to the vendor.

In another embodiment, the present invention provides a method forfacilitating the selection of configurable purchasable items by acustomer and the provision of service by an in-store customerrepresentative. In one aspect, the method includes proposing a pluralityof configurable purchasable items to the customer for selection by thecustomer. Data representing at least one configurable purchasable itemselected by the customer is requested, received and processedelectronically. An appointment is scheduled for the customer with thein-store customer representative relating to the at least oneconfigurable purchasable item selected by the customer.

In another embodiment, the present invention provides a method forfacilitating the management of sales opportunities for purchasable itemsoffered to a customer. In one aspect, the method includes proposing aplurality of purchasable items to the customer for selection by thecustomer. Data representing at least one purchasable item selected bythe customer is requested, received and processed electronically. Acustomer representative is prompted to contact the customer based uponthe data received representing the at least one purchasable itemselected by the customer.

In another embodiment, the method includes proposing a plurality ofpurchasable items to a plurality of customers for selection by thecustomers. Data representing at least one purchasable item selected byeach customer and data representing at least one sales variable for eachcustomer is requested, received and processed electronically. Datarepresenting at least one purchasable item selected by each customer anddata representing at least one sales variable for each customer isstored electronically. The at least one sales variable for at least twocustomers is compared.

According to other embodiments of the present invention, the methodincludes issuing a payment to a vendor and/or invoicing or billing acustomer based at least partially upon the at least one purchasable itemselected by the customer. In another embodiment, the method includesrequesting, receiving and processing data representing instructionsrelating to pricing, discounts, etc. for the purchasable items and thenimplementing or deploying the instructions throughout a multi-store ormulti-terminal system.

Although the types of purchasable items will vary depending upon thetype of retail industry, in one embodiment the purchasable items includefurniture, appliances, flooring, decking, lighting, countertops,millwork, doorframes, window frames, doors, windows, paint, wallcoverings, cabinetry, shelving, design services, installation services,and measuring services.

According to another embodiment, the present invention provides a homeimprovement system. In one aspect, the system includes a catalog modulethat is capable of proposing a plurality of purchasable items to acustomer, such as home improvement goods and services. The customer'sselection of the purchasable items preferably is stored by the catalogmodule in a computer-readable memory. The system can include anenvisioning module that is capable of generating and displaying athree-dimensional graphical depiction of selected purchasable items inthe environs in which the selected items will be used, as defined by thecustomer. The system can include a scheduling module that providesscheduling options with in-store customer representatives havingexpertise with the selected purchasable items. The system can include alead management module in communication with the catalog module. Thecatalog module communicates customer contact information and selectionsof purchasable items to the lead management module, which is configuredto prompt follow-up contact by a customer representative. The system canalso include other systems, such as a vendor management module, an ordermanagement module, an event management module, a payment module, and abilling module, wherein the system facilitates the entire homeimprovement project from planning, design and selection through todelivery, installation and quality confirmation for both the customerand the retailer.

Other aspects of the catalog module can include the capability ofpresenting purchasable items at certain quality levels or price ranges.The catalog module can also be configured to store in acomputer-readable memory specifications for the purchasable items, suchas color, size, options, etc. The catalog module can supplement thepresented purchasable items by proposing accessories, such as uponselection of one of the purchasable items. Also, the catalog module canpresent delivery and/or installation services for selection by thecustomer, wherein the delivery and/or installation services areassociated with one or more of the selected purchasable items. Thecatalog module can also be configured to present custom or special orderpurchasable products referred to herein as “configurable purchasableitems”, which the retailer does not stock at a particular store or chainof stores. “Configurable purchasable items” can also include custom orspecial order purchasable services, such as delivery and installationservices. Upon selection of a configurable purchasable item, the catalogmodule preferably is configured to solicit specifications for theselected configurable purchasable item and store the specifications in acomputer-readable memory.

The envisioning module can also include other aspects. For instance, theenvisioning module can include a plurality of project templates. Afterselection of a project template, the envisioning module preferably isconfigured to solicit from the customer specifications for the environsin which the selected purchasable items will be used. The envisioningmodule preferably is configured to modify its graphical depiction ofselected purchasable items in the environs based upon responses receivedfrom the customer. The envisioning module can also be configured todisplay a list of purchasable items required to complete the graphicaldepiction. Notes entered by the customer during design and/or selectioniterations can be stored by the envisioning module in acomputer-readable memory.

The scheduling module is in communication with the catalog module and iscapable of receiving the customer's selection of purchasable items fromthe catalog module. The scheduling module is further capable ofpresenting or proposing one or more scheduling options to the customerindicating opportunities to meet with an in-store customerrepresentative to obtain additional information and/or further refinethe selection of purchasable items. Other aspects of the schedulingmodule can include the capability of presenting a selection of stores atwhich the in-store customer representative can meet the customer. Inaddition, the scheduling module can be configured to withhold finalscheduling of an appointment until confirmation is received of aperson-to-person verification of the selected scheduling option with thecustomer. Scheduling options can be presented as a set of available timeslots for the in-store customer representatives that are available tomeet with the customer. The in-store customer representatives themselvesmay also configure the scheduling module to limit their own availabilityfor scheduling. The scheduling module can be configured to prompt one ofthe in-store customer representatives for acceptance of one of thescheduling options selected by the customer.

The system can also include a vendor management module in communicationwith the catalog module and capable of receiving information on thepurchasable items provided by the vendor, including, without limitation,pricing, availability, selection, etc. The vendor management modulepreferably is capable of communicating the information to the catalogmodule for presentation to the customer. Additionally, the vendormanagement module can be configured to perform various screening tasksto ensure that the customer receives purchasable items from qualityvendors. For instance, the vendor management module can initiate andperform an application process for prospective vendors and can certifythose prospective vendors successfully completing the applicationprocess. The vendor management module can also conduct customer surveysto determine the customers' opinion and comments relating to quality ofworkmanship. In addition, the vendor management module can be configuredto receive and store inspection information resulting from an inspectionof purchasable items, such as installation services, provided by thevendors.

The system can also include an order management module in communicationwith the catalog module and the envisioning module. In one aspect, theorder management module receives information pertaining to thepurchasable items selected by the customer and is capable of generatingorders to the corresponding vendor or vendors for the purchasable items.Also, the order management module can interact with various vendors byplacing the order and receiving order status updates from the vendors.Preferably, the order management module stores the order information andorder status updates in a computer-readable memory, which is accessibleby each of a plurality of stores, vendors, customers and otherinterested parties. The catalog module preferably is capable ofgenerating an order for the configurable purchasable item based at leastpartially upon the specifications received from the customer.

In another aspect, the scheduling module can be in communication withthe order management module and can be configured to present time rangesfor delivery and/or installation of the selected purchasable items.These time ranges can be presented graphically in a flow chart orprocess map defining each task, such as vendor ordering, shipping,delivery and/or installation services.

In another aspect, the systems includes an event management module,which is in communication with the order management module and iscapable of determining relationships between the purchasable items, suchas the relationship between the products and their delivery and/orinstallation. For instance, paving stones may require delivery andlandscaping services for installation. In addition, the event managementmodule can establish a hierarchy of product deliveries and installationservices to ensure that the dependent tasks are executed in thenecessary order. Once the hierarchy has been determined, the eventmanagement module is capable of communicating portions of the executionhierarchy to various parties, such as the customer, customerrepresentative, and/or vendors.

The event management module can also be configured to monitor executionof the product deliveries and installation services by receiving datarepresenting modifications to the relationship and/or completion of thecorresponding tasks from the vendor. In cases where delays or otherissues are encountered, the event management module is capable ofmodifying the execution hierarchy accordingly. Upon receiving datarepresenting completion of delivery and/or installation of a product,the event management module can notify the vendor management module. Inresponse, the vendor management module can be configured to conductcustomer surveys. For example, the customer can be sent a surveyelectronically via the Internet or can be sent correspondence, such asan electronic mail or a letter, requesting the customer to complete thesurvey on-line at the retailer's website. Preferably, the eventmanagement module is in communication with a centralized database storedin a computer-readable memory that contains the execution hierarchyinformation and is accessible by a plurality of stores.

According to another embodiment, the system provides a lead managementmodule, which is in communication with the catalog module and is capableof receiving the customer's selection of purchasable items and customercontact information from the catalog module. The lead management moduleis configured to generate a reminder or prompt for a customerrepresentative to contact the customer, wherein a lead in the form ofthe customer's selection of purchasable items and the customer's contactinformation is provided in the reminder or prompt. In another aspect,the lead management module can be configured to identify and store in acomputer-readable memory one or more sales variables for customers, suchas sales progress touch points for lead-generated sales. Using the salesprogress touch points, the lead management module can also analyze,determine and generate a report pertaining to the effectiveness of oneor more stores or departments at capitalizing on the leads. Forinstance, the lead management module can calculate the average number oftouch points reached for a collection of leads.

The present invention has many advantages. For instance, the systemovercomes the difficulties encountered in the prior art by providing asolution that not only is capable of facilitating product design and/orselection, but that can also facilitate execution of the design,selection and sales tasks for both the customer and retailer. Thesolution of the present invention integrates into the design, selectionand sales tasks the involvement of salespersons, vendors and other thirdparties that are not readily available to, or known by, the customer;allows the selection and scheduling of related services, such asdetailed measurement, delivery, installation, etc., if necessary; andfacilitates customer management, management of sales opportunities,inventory management, vendor payments, and customer billing for theretailer.

BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS

The patent or application file contains at least one drawing executed incolor. Copies of this patent or patent application publication withcolor drawing(s) will be provided by the Office upon request and paymentof the necessary fee.

Having thus described the invention in general terms, reference will nowbe made to the accompanying drawings, which are not necessarily drawn toscale, and wherein:

FIG. 1 is a schematic diagram of a system used in home improvementretailing, according to one embodiment of the present invention;

FIG. 2 is a schematic of a hardware configuration of a system used inhome improvement retailing, according to another embodiment of thepresent invention;

FIG. 3 is a flow chart of a method used in home improvement retailing,according to one embodiment of the present invention;

FIG. 4 is a schematic of a system used in home improvement retailing,according to yet another embodiment of the present invention; and

FIG. 5 is a representation of the graphical output generated by theenvisioning module, according to one embodiment of the presentinvention.

DETAILED DESCRIPTION OF THE INVENTION

The present invention now will be described more fully hereinafter withreference to the accompanying drawings, in which some, but not allembodiments of the invention are shown. Indeed, this invention may beembodied in many different forms and should not be construed as limitedto the embodiments set forth herein; rather, these embodiments areprovided so that this disclosure will satisfy applicable legalrequirements. Like numbers refer to like elements throughout.

Referring to FIGS. 1 and 2, there is illustrated a system 10, accordingto one embodiment of the present invention. The system 10 includes oneor more of the software, hardware and firmware driven applications ormodules 11-19 illustrated in FIG. 1, which interact and communicate tofacilitate the design and/or selection of purchasable items by acustomer; selection of a vendors for purchasable items; involve customerrepresentatives, vendors and other third parties that are not readilyavailable to, or known by, the customer; allow the selection andscheduling of related services, such as detailed measurement, delivery,installation, maintenance, warranty, etc., if necessary; and/orfacilitate customer management, management of sales opportunities,inventory management, vendor management, vendor payments, and customerbilling for the retailer. While not required, the modules 11-19 thatform the system 10 preferably are at least partially integrated so as toprovide a more robust and functional solution for the customers,retailer, and vendors. These, and other modules, of the system 10 areaccessible by customers 20, vendors 21, other corporate or storeapplications of the retailer 22, and customer representatives of theretailer (i.e., sales associates) 23 over a plurality of networkcommunication systems, such as via in-store kiosks, websites or storesales portals connected via the Internet, a local area network, a widearea network, etc. to one or more network servers of the retailer, asrepresented symbolically by ring 24. The embodiment of the system 10illustrated in FIG. 1 can be executed on a hardware system 25, asillustrated in FIG. 2, which is described in more detail hereinbelow.

As illustrated in FIG. 1, the system 10 can include a catalog module 11,an envisioning module 12, a lead management module 13, a schedulingmodule 14, an ordering management module 15, a vendor management module16, an account management module 17, an inventory management module 18,and/or an event management module 19. The catalog module 11 can includea catalog database 26 stored in a computer-readable memory that includesinformation relating to at least some of the purchasable items offeredby the retailer. The term “purchasable items” as used herein is to beconstrued broadly to include all combination of products and materialsthat may be offered by a retailer, as well as any planning, design,installation, delivery, maintenance, cleaning, lawn care, removal anddisposal of old products, pool services and/or warranty services offeredby the retailer. The types of purchasable items will vary between theretailers. For example, according to an embodiment of the system 10applicable to a home improvement retailer, the purchasable items caninclude without limitation furniture, appliances, flooring, decking,pools/whirlpool baths, lighting, countertops, millwork, door frames,window frames, doors, windows, paint, wall coverings, cabinetry,shelving, plumbing fixtures, lawn/garden supplies, etc., and planning,design, installation, delivery, maintenance, cleaning, lawn care, poolservices and/or warranty services, etc. in connection with theforegoing.

According to one embodiment, the catalog database 26 includes textualinformation such as manufacturer/brand, price, model numbers,dimensions, features, functions, product reviews, warranty optionsand/or how-to applications. Further, the catalog database 26 can includegraphical representations of the purchasable items, often in a number ofdifferent renderings (e.g., front, top, bottom, and/or side views). Thepurchasable items in the catalog database 26 can be items the retailerregularly stocks and/or special order items not typically stocked by theretailer, such as custom or other configurable items. Updates to thecatalog database 26 preferably are under centralized management orcontrol through a management system 28, such as the one illustrated inFIG. 2, which comprises part of the retailer's applications 22, toensure that updates are correct and consistent before being distributedto the rest of the system 10.

The catalog module 11 can be configured to manipulate, search, sort,group and/or filter the data stored in the catalog database 26 andpresent the results to the customer 20 in a variety of different waysand/or formats. For instance, the catalog module 11 can be configured toprovide search and sort capabilities allowing searches by manufacturer,brand, price, model number and/or product characteristics (e.g., color,size and performance characteristics).

The catalog module 11 can also group the data from the catalog database26 into various categories based on end-user application. For example,according to one embodiment of the system 10 applicable to a homeimprovement retailer, the categories can include building materials,cabinetry, countertops, doors/windows, electrical, flooring, hardware,home appliances, home organization, kitchen/bath, lighting, lumber,millwork, multi-product, nursery, outdoor fashion, outside powerequipment, paint, plumbing (fashion), plumbing (rough), tools, wallcoverings, window treatments, lawn/garden, etc. According to anotherembodiment of the system 10 applicable to a consumer electronicsretailer the categories can include audio equipment and accessories;computers and accessories; electronics (including home audio/video,televisions, home theater systems, DVD players, car audio/video, andaccessories); entertainment furniture; home appliances; music; movies;games; office products; phones and communications; etc. Correspondingcategories can also be configured for retailers in other industries,including, without limitation, household appliances, furniture,clothing, sporting equipment, toys and playground equipment, groceries,and motorized vehicles.

At each category level, the catalog module 11 will present informationto the customer 20 that will assist the customer in making informeddecisions regarding which purchasable items to select. For example,according to the embodiment of the system 10 applicable to a homeimprovement retailer, a customer 20 interested in countertops forkitchen cabinets would be informed of the features and benefits of eachavailable countertop surface. For example, to facilitate ease ofcomparison, the customer 20 would be informed of the price, heatresistance qualities, durability, stain resistance, colors, etc. of eachcountertop surface, such as laminate, granite, solid surface, tile, andquartz. According to the embodiment of the system 10 applicable to aconsumer electronics retailer, a customer 20 interested in a DVD playerwould be informed of the features and benefits of each available DVDmodel offered by the retailer, such as play back functionality, storagespace, recording ability, inputs/outputs, warranty, etc. The catalogmodule 11 can be configured to compare the information presented foralternate purchasable items within a category, and generate a graphicaloutput, such as a table, spread sheet, etc., illustrating the comparisonto the customer 20.

Active links can also accompany the listings of purchasable itemsdisplayed by the catalog module 11 from the catalog database 26. Forinstance, purchasable items will often be linked to related, substitute,or alternative items and/or accessories. For example, according to theembodiment of the system 10 applicable to a home improvement retailer,tile can be linked with grout or tile alternatives or substitutes suchas linoleum, or accessories such as tile tools (including a float ortile saw). According to the embodiment of the system 10 applicable to aconsumer electronics retailer, the DVD players can be linked to movies,blank discs, connection cables and other home theater components. Thecatalog module 11 can also be configured to show the list of related,substitute and/or alternative items and/or accessories once apurchasable item has been selected.

Other links can be presented based upon customer preferences previouslyprovided by the customer and stored in computer-readable memory by thesystem 10 (e.g., the lead management module 13); contemporaneouslyprovided by the customer; or inferred based on actions by the customer20, such as previous purchase habits or other attributes that are storedin computer-readable memory by the system 10 (e.g., the lead managementmodule). The customer preferences can be used to filter or sortpurchasable items displayed to the customer 20. For example, if thecustomer 20 is interested in only high or low price points, the catalogmodule 11 can sort or screen the selections based upon this customerpreference. However, the customer 20 can still override the filter tosee all of the items. The filtering or sorting of purchasable itemsbased upon customer preferences is advantageous, since it not onlyallows the retailer to present the customer with a more focused andrefined list of purchasable items to meet the customer's needs, but alsoprovides the retailer with information corresponding to a number ofimportant sales variables, including customer buying habits andpreferences, brand preferences, etc., that the retailer can use to moreeffectively manage the retailer's inventory, marketing efforts,selection and placement/organization of purchasable items, etc.

The catalog module 11 is configured to present the purchasable itemsfrom the catalog database 26 to the customer 20. Once a purchasable itemis selected, a sales module 32 is configured to advance the customer 20through the purchase/sales process, such as soliciting any necessarycustomer contact information, including, without limitation, thecustomer's name, address, telephone number, electronic mail address,etc. and payment information. The sales module 32 can be a separatemodule in communication with the catalog module 11 and order managementmodule 15 or can comprise part of the catalog module or order managementmodule. The sales module 32 preferably is integrated with the in-storesales system 30 illustrated in FIG. 2, which comprises part of theretailer's applications 22. The in-store sales system 30 and system 10preferably are under centralized management or control through themanagement system 28 to ensure that all tasks or steps in the salesprocess, as established by the retailer, are executed by the customerrepresentatives 23 and/or the customer 20 for each sale of purchasableitems and to ensure that any updates, modifications or changes to thetasks or steps performed during the sales process can be implementedthroughout the entire system 10 at one time. The in-store sales system30 and management system 28 preferably are configured to support avariety of functions including point-of-sale, delivery, inventorymanagement, payment and invoicing, and customer account management.

The tasks involved in the purchase/sales process will vary according tothe purchasable item or items selected by the customer 20, as well ashow the customer accesses the system 10. In the event the customer 20 isat one of the retailer's stores, the sales module 32 is configured torequest, receive, and process data representing the customer's selectionof purchasable items through the in-store sales system 30 either with orwithout the assistance of a customer representative 23 and tocommunicate the data to the order management module 15, which isdescribed in more detail below. In the event the customer 20 isconnected to the system 10 via a computer network, such as the Internet,the sales module 32 is configured to request, receive, and process datarepresenting the customer's selection of purchasable items and tocommunicate the data to the order management module 15.

For non-configurable purchasable items, the sales module 32 obtains therequisite customer information, such as the customer's address, paymentinformation etc. and communicates data representing this information tothe order management module 15. “Non-configurable purchasable items” areitems that do not require the customer 20 to select or input anyspecifications for the items in order to purchase the items, whereas“configurable purchasable items” are items that require the customer 20to select or input at least one specifications (i.e., color, size,finish, options, etc.) in order to purchase the items. For configurablepurchasable, the catalog module 11 and/or the sales module 32 areconfigured to solicit from the customer 20 the requisite specificationsnecessary to configure the item. The configuration specifications willdepend upon the type of purchasable item that is selected by thecustomer 20. For example, according to an embodiment of the system 10applicable to a home improvement retailer, if the customer selects adoor, the sales module 32 is configured to solicit from the customerspecifications relating to size, finish, window treatments, etc.

While the system 10 is soliciting the specifications for the selectedpurchasable item, the catalog module 11 can be configured to access thecatalog database 20 and to propose one or more related items to thecustomer 20. For example, if the selected purchasable item is a door,the catalog module 11 can propose hardware for the door or, if thepurchasable item is a DVD player, the catalog module can proposeconnection cables or movies to the customer, or the catalog module canask about additional related and/or unrelated purchasable items,including delivery, installation, maintenance, or warranty services,etc. The sales module 32 then obtains the requisite customerinformation, such as the customer's address, payment information, etc.and communicates data representing this information to the ordermanagement module 15.

As illustrated in FIG. 1, the envisioning module 12 is in communicationwith the catalog module 11 and is configured to request, receive, andprocess data from the catalog module representing the purchasable itemsselected by the customer 20. The catalog module 11 is configured tocommunicate data representing the selected purchasable items to theenvisioning module 12, including, without limitation, dimensions, color,installation specifications, etc. The envisioning module 12 is alsoconfigured to solicit from the customer 20 and to request, receive, andprocess data representing the environment (referred to herein as the“environs”) in which the customer expects to use the selectedpurchasable items. In another embodiment (not shown), the datarepresenting the environment is solicited by the catalog module 11 andcommunicated to the envisioning module 12. The envisioning module 12 isfurther configured to generate and display on a monitor, in-store kiosk,or other device or hardware for displaying images a three-dimensionalgraphical representation of the environs and the selected purchasableitems so that the customer 20 can visualize the selected purchasableitems in the environs. In one embodiment, the envisioning module 12 isconfigured so that the customer 20 can modify the graphicalrepresentation, such as by zooming in/out, changing perspective,rotating and modifying viewing angle, etc.

According to one embodiment of the present invention, the envisioningmodule 12 is in communication with a project template database 34 storedin a computer-readable memory that includes information relating to atleast one or more environs in which a customer 20 will commonly use atleast some of the purchasable items offered by the retailer. Inembodiments where the catalog module 11 solicits information regardingthe environs, the catalog module is in communication with the projecttemplate database 34. The nature and specifications of the environs willdepend upon the types of purchasable items offered by the retailer. Forexample, according to an embodiment of the system 10 applicable to ahome improvement retailer, the project templates can include a kitchen,a bathroom, a room, or an exterior space. With or without the use of theproject templates 34, the envisioning module 12 is configured tosolicit, receive, and process specifications from the customer 20,including dimensions, color, etc. For example, if the environs is akitchen, the customer 20 may be asked specific questions about cabinets,countertops, flooring, appliances, millwork (doors, windows, molding,etc.), décor (paint, wallpaper, window treatments, etc.), plumbinghardware, cabinet hardware and lighting. The envisioning module 12preferably solicits information relating to the environs from thecustomer 20 by asking a series of scripted questions. Updates to theenvisioning module 12 and project template database 34 preferably areunder centralized management or control through the management system28, such as the one illustrated in FIG. 2, which comprises part of theretailer's applications 22, to ensure that updates are correct andconsistent before being distributed to the rest of the system 10.

The data received by the envisioning module 12 from the customer 20 mayresult in the envisioning module soliciting additional information fromthe customer, or may require the customer to change or modify previousinformation provided by the customer if a conflict is detected by theenvisioning module. As data is received by the envisioning module 12from the customer 20 and/or the catalog module 11, the envisioningmodule can generate and display a three-dimensional graphicalrepresentation of the environs and selected purchasable items, such asthe one illustrated in FIG. 5.

In other embodiments of the system 10, the envisioning module 12 isconfigured to request, receive, process and store in computer-readablememory customer entries or notes relating to the environs and/orpurchasable items, such as costs, version dates, etc. for laterreference. The envisioning module 12 in communication with the catalogmodule 11 can also provide the customer with options for generating costranges. For example, according to an embodiment of the system 10applicable to a home improvement retailer, if the customer wanted toobtain a price range on a full kitchen, the envisioning module 12 couldsolicit from the customer the size of the kitchen, quality of thecabinets (e.g., good, better, best), countertop material (roll, granite,solid surface, etc.), appliance quality. Based upon the data provided bythe customer, the envisioning module 12 in communication with thecatalog module 11 would generate a price range for the purchasableitems. Conversely, the customer 20 could provide the envisioning module12 with a price range and an estimated size of the kitchen, and theenvisioning module in communication with the catalog module 11 wouldgenerate a list of potential purchasable items within this price rangeand propose this list to the customer. In one embodiment, theenvisioning module 12 could propose a per category budget to thecustomer 20 based upon the customer's price range and estimated kitchensize and, once accepted by the customer, then generate a list ofpotential purchasable items in each category within this price range andpropose these lists to the customer.

According to still other embodiments, the catalog module 11 and/or theenvisioning module 12 can be configured to provide the customer 20 witha detailed parts list or lists for the purchasable items selected by thecustomer. For example, in one embodiment, the catalog module 11 and/orthe envisioning module 12 can be configured to provide the customer withan exploded view of the purchasable item or items selected by thecustomer 20 along with a detailed parts list pertaining to the selecteditem or items.

The envisioning module 12 preferably is configured to provide multipleentry points so that the customer can exit the envisioning module and goto the catalog module 11 to select other purchasable items and thenreturn to the envisioning module. For example, according to anembodiment of the system 10 applicable to a home improvement retailer,if the customer 20 initially starts with a simple kitchen applianceselection, but then decides to include cabinets and countertops, theenvisioning module 12 in communication with the catalog module 11 willallow the customer to select the cabinets and countertops, which willthen be incorporated into the graphical representation being generatedby the envisioning module.

Once the envisioning module 12 receives data representing the environsdefined by the customer 20 and data representing the purchasable itemsselected by the customer, the envisioning module will generate thethree-dimensional graphical representation of the environs with theselected purchasable items. In one embodiment, the envisioning module 12generates and outputs a graphical representation in two- orthree-dimensional line-art form with a list of purchasable itemsnecessary to complete the three-dimensional graphical representation.The line-art form is used to illustrate an outline of the project. Inone embodiment of the system 10, as purchasable items are selected bythe customer 20, the selected items are substituted for the line-artversion in the graphical representation. Once the three-dimensionalgraphical representation is generated, the customer 20 can virtuallywalk through the environs and change or modify their selection ofpurchasable items as needed. As the customer 20 makes additionalselections of purchasable items through the catalog module 11, thegraphical depiction is regenerated by the envisioning module 12 toincorporate the new selections. For a simple product order, theenvisioning module 12 may be bypassed allowing the customer 20 to accessthe catalog module 11 only.

The lead management module 13 is configured to request, receive, andprocess data representing sales variables, such as information relatingto the purchasable items selected by customers, customer contactinformation (such as the customer's name, address, telephone number,facsimile number, and/or electronic mail address), the period of timebetween when the customer selected the purchasable item and when thecustomer finalized the purchase (the incubation period), whether thecustomer contacted a customer representative, whether the customer wascontacted by a customer representative as a result of a prompt from thelead management module, whether the customer visited one of theretailer's stores, the number of times the customer engaged the system10 (including through kiosk, Internet, etc.), and the duration of timebetween engagements, etc. In one embodiment, the lead management module13 is configured to store sales variable data in computer-readablememory, such as in a customer information database (not shown), and toretrieve this information as needed.

The lead management module 13 preferably is configured to analyze thesales variables, such as by comparing, sorting, categorizing, and/orgrouping the sales variables for two or more customers for one or morepurchasable items, which analysis can be used to modify the timing forgenerating or initiating prompts to the customer representatives tocontact customers for particular purchasable items; produce analyticalreports for managers identifying patterns and trends; and/or determinebuying trends for particular purchasable items. Advantageously,statistical analysis of the sales variables by the lead managementmodule 13 allows the system 10 to identify patterns of customer behaviorthereby allowing the system to be proactive in meeting customer 20preferences and needs rather than reactive.

Since some customers 20 will utilize the catalog module 11 and/or theenvisioning module 12 to investigate and contemplate various aspects ofthe selected purchasable items via kiosk, Internet, or in-store, such asoptions, cost, availability, etc., without finalizing the purchase, thelead management module 13 is also configured to generate or initiate aprompt for a customer representative 23 to contact the customer in orderto answer any questions the customer may have regarding the selectedpurchasable items and/or other purchasable items offered by the retailerand to provide the customer with an opportunity to purchase these items.As used herein, a “prompt” can include, without limitation, an email orvoicemail message, a pop-up task alarm or icon, or any other audibleand/or visual reminder instructing the customer representative 23 totake certain action, such as contacting the customer 20, and/oridentifying pertinent information for the customer representative, suchas the purchasable items selected by the customer and the customer'scontact information. In other cases, the customer 20 may purchase onepurchasable item, but not a related item. For instance, when a customer20 has paid for a detailed measuring service, but has not purchased thepurchasable item for which the measurements are being obtained within apredetermined period of time, the lead management module 13 isconfigured to generate or initiate a prompt for a customerrepresentative 23 to contact the customer. Thus, the lead managementmodule 13 is configured to generate or initiate a prompt to the customerrepresentative 23 at a predetermined time that is automaticallyscheduled by the lead management module based, at least in part, on thetype of purchasable items selected by the customer.

According to another embodiment, the customer 20 will request to have acustomer representative 23 contact the customer, which request isreceived by the lead management module 13 either directly or via thecatalog module 11 or the envisioning module 12. Upon receipt of thecustomer's request, the lead management module 13 will generate orinitiate a prompt to the customer representative 23 at a predeterminedtime, as specified in the customer's request, or that is automaticallyscheduled by the lead management module based, at least in part, on thetype of purchasable items selected by the customer.

According to one embodiment of the system 10, as illustrated in FIG. 1,the lead management module 13 is in communication with the catalogmodule 11, the envisioning module 12, the scheduling module 14, and theevent management module 19. Updates to the lead management module 13preferably are under centralized management or control through themanagement system 28, such as the one illustrated in FIG. 2, whichcomprises part of the retailer's applications 22, to ensure that updatesare correct and consistent before being distributed to the rest of thesystem 10. The lead management module 13 is configured to request,receive, and/or process sales variables. As used herein, “salesvariables” include without limitation information such as datarepresenting the customer's selection of purchasable items and thecustomer's contact information, from the catalog module 11 and/or theenvisioning module 12. Alternatively, the lead management module 13 canbe configured to solicit the customer's contact information from thecustomer 20. The lead management module 13 is further configured torequest, receive, and/or process data representing other sales variablesrelating to customer contacts and existing orders from the ordermanagement module 15 via communication with the event management module19 and/or the scheduling module 14. For prompts that require scheduling,the lead management module 13 communicates with the scheduling module14, which schedules the prompt. At the scheduled time, the schedulingmodule 14 communicates the prompt to the lead management module 13,which then communicates the prompt to the customer representative 23.

The scheduling module 14 is configured to schedule various appointments,prompts, tasks, etc. for call-up and/or completion. According to oneembodiment of the system 10, as illustrated in FIG. 1, the schedulingmodule 14 is in communication with the catalog module 11, envisioningmodule 12, the lead management module 13, the order management module15, and the event management module 19 so that information provided bythe customer 20 can be shared throughout the integrated system 10.Updates to the scheduling module 14 preferably are under centralizedmanagement or control through the management system 28, such as the oneillustrated in FIG. 2, which comprises part of the retailer'sapplications 22, to ensure that updates are correct and consistentbefore being distributed to the rest of the system 10. In oneembodiment, the catalog module 11, envisioning module 12, leadmanagement module 13, and/or order management module 15 are configuredto solicit from the customer the customer's selection of purchasableitems, customer contact information, such as the customer's name,address, telephone number, facsimile number, and/or electronic mailaddress, which information can be communicated to the scheduling module14 as necessary. The event management module 19 is configured to controlthe interaction between the various modules, as discussed more fullybelow. According to another embodiment, the scheduling module 14 isconfigured to solicit from the customer the customer's selection ofpurchasable items, customer contact information, such as the customer'sname, address, telephone number, facsimile number, and/or electronicmail address.

According to one embodiment of the system 10, the scheduling module 14is configured to request, receive, process, and store data representinga request by a customer 20 to schedule an appointment with a customerrepresentative 23. The appointment can include either an in-store visitor an on-line dialog (such as a chat, etc.). The scheduling module 14preferably is configured, either alone or in conjunction with the leadmanagement module 13 and/or event management module 19, to allow thecustomer 20 to select the retailer's store at which the customer desiresto schedule the appointment. In other embodiments, the scheduling module14 also can be configured, either alone or in conjunction with the leadmanagement module 13 and/or event management module 19, to allow thecustomer 20 to request a schedule of classes or seminars at a particularstore or a schedule of on-line courses or broadcasts. The schedules caninclude all the offers by the retailer or can be limited to particulartopics of interest, date, instructor, etc. Based at least in part uponthe store and purchasable items selected by the customer 20, thescheduling module 14, either alone or in conjunction with the leadmanagement module 13 and/or the event management module 19, isconfigured to identify customer representatives 23 at the selected storewith knowledge of the selected purchasable items. The scheduling module14 and/or lead management module 13 are further configured to propose tothe customer 20 one or more available time frames or slots for theidentified customer representatives 23 for an in-store visit or on-linechat. The scheduling module 14 and/or lead management module 13 areconfigured to request, receive, process, and store in computer-readablememory data representing the time frames or slots selected by thecustomer 20 and to communicate this information to the correspondingcustomer representative 23.

According to one embodiment, the scheduling module 14 is configured torequest, receive, process, and store in computer-readable memory datarepresenting available time frames or slots for one or more customerrepresentatives 23 of the retailer, which can be periodically updated bythe customer representative. For example, the scheduling module 14 canbe configured to provide each customer representative 23 with a calendaron which the customer representative can identify available time framesor slots and on which the customer representative can store datarepresenting scheduled appointments with customers 20 and notes relatingto each appointment, such as the customer's name, customer contactinformation, purchasable items selected by the customer and informationrelating thereto. According to one embodiment, the scheduling module 14,either alone or in conjunction with the lead management module 13 and/orthe event management module 19, is configured to prompt the customerrepresentatives 23 to contact the customer 20, such as via electronicmail or telephone, prior to an appointment to obtain verification of theappointment. According to another embodiment, the scheduling module 14,either alone or in conjunction with the lead management module 13 and/orthe event management module 19, is configured to prompt the customerrepresentative 23 to accept the appointment prior to scheduling theappointment or otherwise confirming the appointment to the customer 20.According to yet another embodiment, the scheduling module 14, eitheralone or in conjunction with the lead management module 13 and/or theevent management module 19, is configured to solicit from the customer20 a preferred communication media, such as telephone or electronicmail, prior to scheduling an appointment. In the event appointments needto be changed for any reason, the customer representative 23 can contactthe customer via their selected communication media.

According to another embodiment of the present invention, the schedulingmodule 14, either alone or in conjunction with the catalog module 11,the lead management module 13 and/or the event management module 19, isconfigured to provide the customer 20 with a detailed overview of thetasks involved in purchasing the purchasable items selected by thecustomer and/or a list of related purchasable items. For example,according to an embodiment of the present invention applicable to a homeimprovement retailer, if the customer 20 selects kitchen cabinets, thescheduling module 14, either alone or in conjunction with the leadmanagement module 13 and/or the event management module 19, can beconfigured to provide the customer with a time range for each taskinvolved in the purchase, such as vendor ordering, shipping, andinstallation. The time ranges can be presented to the customer 20 in avariety of formats, including a process map or flow chart, etc.Advantageously, the detailed overview of tasks allows the retailer tomanage the customer's expectations by showing the total time investmentneeded to complete the purchase and obtain the selected purchasableitems. The detailed overview preferably is accessible by not only thecustomer, but also the corresponding vendors 21 and customerrepresentatives 23. According to one embodiment, as discussed more fullybelow, the event management module 19 is configured to generate thedetailed overview of the tasks involved in purchasing the purchasableitems selected by the customer 20 and the time ranges between each taskand to communicate data representing this information to the schedulingmodule 14 to be stored in computer-readable memory. The event managementmodule 19 preferable monitors for changes in the detailed overview dueto customer or vendor modifications or delays, etc., and communicateswith the scheduling module 14 to ensure that the detailed overviewremains accurate when accessed by the customer 20, vendors 21, orcustomer representatives 23.

The scheduling module 14, either alone or in conjunction with thecatalog module 11, the lead management module 13 and/or the eventmanagement module 19, can also be configured to provide the customer 20with a list of related products that may be necessary to complete theproject. For example, if the customer 20 selects kitchen cabinets, thescheduling module 14, either alone or in conjunction with the catalogmodule 11, the lead management module 13 and/or the event managementmodule 19, can propose cabinets, countertops, hardware, sink andfaucets.

According to another embodiment of the system 10, where the purchaserselects and orders purchasable items comprising services, such asdetailed measuring, delivery, installation, maintenance, and/or warrantyservices, the scheduling module 14, either alone or in conjunction withthe lead management module 13, the order management module 15, the eventmanagement module 19, and/or the vendor management module 16 (via theorder management module and/or the event management module), can beconfigured to allow the customer 20 to schedule available time frames orslots for the retailer or a vendor 21 to perform the selected services.As discussed above, the scheduling module 14 preferably is incommunication with the catalog module 11, order management module 15,the event management module 19 and the vendor management module 16 (viathe order management module and/or the event management module), so thatthe detailed overview of tasks and the time ranges between each task canbe regularly updated to incorporate any changes or modifications.

As illustrated in FIG. 1, the order management module 15 is incommunication with the sales module 32. The order management module 15is configured to request, receive, and process data relating to eachorder, including, without limitation, customer contact informationand/or information relating to the purchasable items ordered by thecustomer 20. The order management module 15 is also in communicationwith the scheduling module 14, as described above, and the vendormanagement module 16 and the event management module 19, both of whichare described in greater detail below. Updates to the order managementmodule 15 preferably are under centralized management or control throughthe management system 28, such as the one illustrated in FIG. 2, whichcomprises part of the retailer's applications 22, to ensure that updatesare correct and consistent before being distributed to the rest of thesystem 10.

Generally, the order management module 15 is configured to manage theorders it receives from the sales module 32. The order management module15 is preferably configured to use industry standard communicationmechanisms such as electronic data interchange (EDI) and extensiblemarkup language (XML) to communicate orders to vendors 21 via thenetwork 24 (either alone or through the vender management module 16).The order management module 15 can also be configured to request,receive, process and store in computer-readable memory status updatesfrom the vendors 21 via the network 24 (either alone or through thevender management module 16) and present them to interested parties suchas the customer 20, vendors and/or customer representatives 23.Preferably, the order management module 15 (either alone or incommunication with the scheduling module 14) is in communication withthe in-store sales system 30 and management system 28 so that thecustomer 20, vendors 21 and customer representatives 23 can access thesystem 10 and determine the status of an order from any of theretailer's stores. In addition, customers 20, vendors 21 and customerrepresentatives 23 preferably can access the order management module 15via the network 24, such as accessing the order management module viathe retailer's web site through the Internet. In addition, the ordermanagement module 15 can be configured automatically to notify thecustomers 20, vendors 21, and/or customer representatives 23 and otherinterested parties by electronic mail, telephone, facsimile, etc. Forexample, in one embodiment, the order management module 15 comprisesvoice technology with logical interface scheduling options orinteractive voice response, such as Edify, and can be configured tocontact the customer 20 via telephone to notify them of the status oftheir order.

The event management module 19 is configured to monitor and control theinteraction of the various modules 11-18 within the system 10 and tomonitor the status of ongoing tasks relating to customer orders, promptsfor customer follow-up, etc. As illustrated in FIG. 1, the eventmanagement module 19 is in communication with the lead management module13, the scheduling module 14, the order management module 15 and thevendor management module 16, as well as the catalog module 11 and theenvisioning module 12 through the lead management module and/or thescheduling module, and the account management module 17 and theinventory management module 18 through the order management moduleand/or the vendor management module. The event management module 19and/or the vendor management module 16 can comprise separate modules incommunication with the order management module 15 or can comprise partof the order management module. Updates to the event management module19 preferably are under centralized management or control through themanagement system 28, such as the one illustrated in FIG. 2, whichcomprises part of the retailer's applications 22, to ensure that updatesare correct.

According to the embodiment illustrated in FIG. 1, and as discussedbriefly above, the event management module 19 is configured to request,receive, and process data representing orders from the order managementmodule 15 and to generate or develop a detailed overview comprisingorder relationships or tasks for each order. As used herein, “orderrelationships or tasks” include relationships between the purchasableitems ordered by the customer 20, such as the detailed measurement,delivery and/or installation services for tangible purchasable items,and include an execution hierarchy establishing the order of completionfor each relationship or task, which can include time ranges forcompletion or actual completion dates. For example, in one embodiment,the event management module 19 receives data representing an order of apurchasable item from the order management module 15, generates an orderrelationship between the delivery and installation of the purchasableitems, establishes an execution hierarchy between the delivery andinstallation, including computing delivery and installation dates.Preferably, the event management module 19 is configured to communicatethe execution hierarchy to the customers 20, vendors 21, and/or customerrepresentatives 23 and other interested parties by electronic mail,telephone, facsimile, etc. For example, in one embodiment, the eventmanagement module 19 comprises voice technology with logical interfacescheduling options or interactive voice response, such as Edify, and canbe configured to contact the customer 20 via telephone to notify them ofthe proposed delivery and installation dates. As discussed above, in oneembodiment the event management module 19 communicates data representingthe detailed overview to the scheduling module 14 to be stored incomputer-readable memory, which can be accessed by the customer 20,vendors 21, and customer representatives 23.

Once the detailed overview (i.e., the order relationships and executionhierarchy) has been established, the event management module 19 isconfigured to monitor the progress of the execution hierarchy tocompletion and to make appropriate changes/modifications, as necessary.The event management module 19 is configured to request, receive,process, and store in computer-readable memory data representing changesor impacts to an upstream order component, such as a notice from avendor 21 of an order delay, and to automatically check the changes orimpacts against the downstream components to see if changes to thedetailed overview are required. If changes are determined to benecessary, the event management module 19 is configured to communicatethe changes to the order management module 15 and/or scheduling module14, which in turn communicates the changes to the customers 20, vendors21, and/or customer representatives 23 and other interested parties byelectronic mail, telephone, facsimile, etc. In one embodiment, the eventmanagement module 19 is configured to capture and store incomputer-readable memory data representing all customer contacts thescheduling module 14, the order management module 15, and the eventmanagement module have, for example, by communicating the data to thelead management module 13 to be stored as a sales variable.

Changes to the detailed overview by the event management module 19 canbe accomplished in several ways. In one embodiment, the event managementmodule 19 recognizes a change in some aspect of the detailed overviewand prompts a customer representative 23 to make the necessary changes.In another embodiment, the event management module 19 recognizes achange in some aspect of the detailed overview and automaticallyinitiates the appropriate changes based upon predetermined rules. In yetanother embodiment, the event management module 19 recognizes a changein some aspect of the detailed overview and automatically initiates theappropriate changes based upon previous occurrences of similar events,i.e., by learning.

As illustrated in FIG. 1, the vendor management module 16 is incommunication with the order management module 15 and the eventmanagement module 19. As indicated above, the event management module 19and/or the vendor management module 16 can comprise separate modules incommunication with the order management module 15 or can comprise partof the order management module. Updates to the vendor management module16 preferably are under centralized management or control through themanagement system 28, such as the one illustrated in FIG. 2, whichcomprises part of the retailer's applications 22, to ensure that updatesare correct.

The vendor management module 16 is configured to request and receive,and “vendor data,” to store the data in computer-readable memory, and toprocess or analyze the data, such as by comparing, sorting,categorizing, and/or grouping the data for two or more vendors for oneor more purchasable items, so as to ensure the quality of thepurchasable items for the customers 20. “Vendor data” can includeinformation relating to vendor performance, such as the number ofshipments completed on time, quality of the purchasable items providedby the vendor, percentage of complete shipments, as well as informationfrom on-site inspections and customer surveys, including, withoutlimitation, information relating to whether the vendor was courteous,quality of workmanship, professional appearance, etc. “Vendor data” canalso include contact information (phone numbers, facsimile numbers,electronic mail, etc.), crew size, certifications, insurance, storagecapabilities (for holding large orders prior to installation),availability for assignment, coverage area, references, etc. Forexample, in one embodiment the vendor management module 16 is configuredto initiate an application to each prospective vendor 21 soliciting thedesired contact information and is configured to receive, process andstore in computer-readable memory data representing the vendor'sresponse to the application. The vendor management module 16 preferablyrequires entry of contact and other information by the vendors via theapplication in order to participate in the system 10. Upon completion ofthe application, the application information is communicated by thevendor management module 16 to various personnel of the retailer forverification of credentials and consideration of placement on acertified list maintained by the vendor management module. Theprospective vendors are not added to the certified list unless thevendor management module 16 receives the appropriate authorization to doso.

Upon placement of vendors 21 on the certified list, the vendormanagement module 16 provides each of the vendors an opportunity toparticipate in projects that the vendor management module determines tobe in their coverage area and for which the suppliers are available. Inthis regard, the vendor management module 16 is configured to request,receive, and process data representing orders from the order managementmodule 15, either alone or in communication with the event managementmodule 19 and/or the scheduling module 14 (via the order managementmodule and/or the event management module). The vendor management module16 is also configured to request, receive, process and store in computerreadable memory data from the vendor 21 representing the completion oftasks identified in the detailed overview by the event managementmodule.

According to another embodiment, the vendor management module 16 (eitheralone or in communication with the order management module 15 and/orevent management module 19) is configured to communicate and/oradminister an on-site inspection and/or customer survey to the customer20 upon the occurrence of a trigger, such as completion of a task by avendor 21. For example, the on-site inspections and/or customer surveyscan be designed to measure such factors in vendor performance aspromptness, appearance, courteousness and/or professionalism. The vendormanagement module 16 can also be configured to analyze the results ofthe on-site inspection and/or customer survey, such as by scoring theresults of the surveys and inspection to determine which vendors 21 canremain on the certified list.

While the vendor management module 16 can be configured to allow thecustomer 20 or the customer representative 23 to select the vendor 21 toprovide a particular purchasable items, such as measurement, delivery,installation, maintenance, or warranty services, etc., in oneembodiment, the vendor management module selects the vendor for thecustomer automatically based upon a predetermined vendor schedule orrotation, so that each vendor has an equal opportunity of beingselected. Advantageously, by using an objective method to selectvendors, the vendor management module 16 eliminates many of the biasesthat may reside in the customer representatives 23, which makes thesystem 10 more attractive to potential vendors.

According to yet another embodiment of the present invention, the vendormanagement module 16 is configured to request, receive, and process datarepresenting updates to the vendor's catalogs and to communicate theupdated information to the envisioning module 12 and/or the catalogmodule 11. Preferably, the updates to the catalog module 11 and/or theenvisioning module 12 are performed automatically upon receipt of theupdates from the vendors 21. In another embodiment of the system 10, theupdates to the catalog module 11 and/or the envisioning module 12 arereceived by the catalog module and/or envisioning module directly fromthe vendor.

As illustrated in FIG. 1, the system preferably includes an accountmanagement module 17 in communication with the sales module 32, ordermanagement module 15, and vendor management module 16, as well as theevent management module 19 through the order management module and/orvendor management module. The account management module 17 preferably isconfigured to request, receive, process, and store in computer-readablememory data representing certain financial information relating toindividual transactions of the retailer, including payments fromcustomers 20 and invoices from vendors 21. In one embodiment, theaccount management module 17 is configured to request, receive, andprocess data from the sales module 32 relating to orders and customerpayment information, such as credit card nos., debit card no., etc., andto process the payments. In another embodiment, the account managementmodule 17 is configured to request and receive invoices from vendors 21and to process the invoices and issue payments to the vendorselectronically. Updates to the account management module 17 preferablyare under centralized management or control through the managementsystem 28, such as the one illustrated in FIG. 2, which comprises partof the retailer's applications 22, to ensure that updates are correct.

Referring to FIG. 1, the system 10 can also include an inventorymanagement module 18 in communication with the order management module15, the vendor management module 16 and the account management module17, as well as the event management module 19 through the ordermanagement module and/or vendor management module. The inventorymanagement module 18 is configured to monitor and manage the inventoryof the retailer by capturing and storing in computer-readable memorydata representing the quantity of purchasable items sold and restocked.In one embodiment, the inventory management module 18, either alone orin communication with the vendor management module 16, is configured tocommunicate automatically with the vendor in the event the quantity ofspecified purchasable items falls below a preset minimum requesting thevendor to restock the purchasable items.

According to another embodiment of the system 10, if the retailer doesnot have a purchasable item selected by a customer 20 in stock at theretailer's store nearest the customer, the inventory management module18, in communication with the order management module 15 and/or theevent management module 19, is configured to communicate with one ormore of the retailer's other stores or distribution facilities todetermine whether the purchasable item is in stock at these stores orfacilities and, if so, whether the item can be delivered to customer orto the retailer's store nearest the customer in a period of timeacceptable to the customer. If the purchasable items is not in stock oneor more of the retailer's other stores or distribution facilities orcannot be delivered to the customer 20 or to the retailer's storenearest the customer in a period of time acceptable to the customer,then the inventory management module 16, either alone or incommunication with the vendor management module 16, is configured tocommunicate automatically with the vendor 21 to obtain the purchasableitem.

Referring to FIG. 2, there is illustrated the infrastructure of ahardware system 25 comprising a management system 28 and an in-storesystem 30, according to one embodiment of the present invention, forimplementing the system 10 characterized by centralized processing anddecentralized execution. The architecture of the in-store system 30 caninclude one or more point-of-sale (POS) terminals 50, one or more clientterminals 51, a wide-area-network (WAN) communications router system 52,and an in-store server complex 53. The management system 28 can includea corporate server farm 54, a host system 55 and an informationwarehouse system 56.

According to one embodiment of the present invention, the system 10 isbrowser-centric (i.e., web based) and uses the Java 2 enterprise edition(J2EE) server model to promote centralized control of many of thesystem's processes. According to this embodiment, the POS terminals 50and client terminals 51 can be relatively thin client end points runningbrowser software that are connected via an in-store wired and wirelesslocal area network (LAN) 57 to the WAN communications system 52 andin-store server complex 53. The WAN communications system 52 can use avariety of high-speed communications mechanisms, such as frame relay,asynchronous transfer mode (“ATM”), multi-protocol label switching(“MPLS”), communicating via TCP/IP communications or satellite.

Preferably, the one or more modules of the system 10 primarily reside onthe components of the management system 28 so as to have centralizedcontrol, provide sharing of information and data between stores andon-line access, and minimize in-store hardware requirements. However,some or all of the applications could be run locally, such as thein-store system 30 and perhaps portions of the catalog database 26 whichcan reside on the in-store server complex 53. In particular, the productimages can reside locally to facilitate quick access by the variousterminals 50, 51 or in-store kiosks (not shown). Where the system 10comprises two or more of the modules described above, the modules arepreferably interconnected via a message-oriented infrastructure. In thismanner, each of the modules can be modified or replaced without havingundue effect on the other modules.

It should be noted that the customer 20 can also access the system 10using their own local terminals, such as over the Internet with a homecomputer. In this case, the system 10 has the capability of usingautomated dialing, electronic mail, and on-line chats to interact withthe customer 20 regarding purchasable items of interest to the customer.Vendors 21 can also interact with system 10 via EDI transactions, XML orthrough a vendor-specific web site, or through electronic mail updates.Customer representatives 23 can interact with the system 10 using theterminals 50, 51 that provide a common launch point for the variousmodules while also providing a common source for all alerts and messagesgenerated by the modules. It should be noted that the above-describedarchitecture embodiment is not meant to be limiting as othercombinations of hardware, software and firmware may be employed toimplement the system 10 of the present invention as will be describedbelow.

Referring to FIG. 3, there is illustrated a method of using the presentinvention applicable to a home improvement retailer. Use of the systemof the present invention varies based upon the complexity of the homeimprovement project, the perspective of the user and other factors.However, generally the customer first connects to the system, such asvia the Internet or an in-store kiosk. See Block 60. Once connected tothe system, the customer interacts with the catalog and/or envisioningmodules to select a purchasable item or items. See Block 61. Forinstance, the customer may select kitchen remodeling and then answer alist of detailed questions generated from a kitchen remodeling projecttemplate. Alternatively, the customer wishing a more high-level estimatemay consult the envisioning module and specify a size of the kitchen,quality of various materials and appliances to obtain a high-levelquote. The selection of purchasable items could also focus on obtainingoptions available within certain price ranges.

As the broad outlines of the home improvement project are selected, theenvisioning module generates a graphical display of the selectedpurchasable items in the environs defined by the customer. See Block 64.Also, the scheduling module identifies the customer representative withexpertise in the selected purchasable items, and proposes a plurality oftime slots with the representative. See Block 63. The customer thenschedules the appointments by selecting the appropriate time slots. Inthe case of schedule selection via the Internet, the scheduling modulewithholds finalization of scheduling pending notification of aperson-to-person telephone call with the customer.

Preferably, the envisioning module, or another module, has received andstored in computer-readable memory customer contact information. If anyof the envisioning, scheduling, or other steps are interrupted and asale is not completed, the customer information and selected purchasableitems are transmitted to the lead management module. See Block 62. Thelead management module then identifies the need for a lead and sends areminder with the lead information to one of the customerrepresentatives. The customer representative can then follow up with thecustomer and inquire about the customer's plans, answer any questionsthe customer may have, and attempt to persuade the customer to completetheir order.

Once the broad outlines of the home improvement project have beenselected, the customer elects to identify specific purchasable items byconsulting the catalog module. See Block 65. The customer can manipulatelisted purchasable items by sorting the items based on desiredcharacteristics. For configurable purchasable items, once the desireditem or items are identified, the customer defines the specificationand/or final attributes of the configurable item. See Block 66. Uponcompletion of this process, and after any other changes to itemselections, the envisioning module obtains data on the changes andregenerates the graphical depiction of the home improvement project. SeeBlock 68.

As each purchasable item is selected in the catalog module, the customercan select accessories and related items that are displayed by thecatalog module, which items, if selected, are then added to the overallorder. See Block 67. During each selection, the catalog module and/orenvisioning module in conjunction with the catalog module continuouslyupdates a list of purchasable items and other materials needed tocomplete the home improvement project. Once the purchasable items havebeen selected, the order management module, in communication with thevendor management module and the event management module, identifies alist of potential installation service vendors from a group ofpreviously certified vendors having a service area encompassing theproject and having time availability to perform the project. The vendormanagement module then selects the vendor from the list of certifiedvendors. See Block 69.

Once the order is completed, a list of the ordered purchasable items,along with other associated details, are distributed to the variousvendors by the order management module. See Block 71. The ordermanagement module also can make the order details available to otherinterested parties, such as the customer or customer representative. Theorder is communicated to the event management module that identifiesrelationships between the purchasable items and vendors and uses theserelationships to build an execution hierarchy. See Block 72.

Portions of the execution hierarchy are then distributed to variousvendors that provide required services, such as detailed measurement,delivery, and/or installation, etc., so as to coordinate execution ofthe home improvement project. Further, the event management modulecaptures and stores in computer-readable memory data representingmodifications and/or changes sent by the customer or vendors and then,in turn, modifies the execution hierarchy, including accounting fordownstream changes. See Block 73. Once some, or all, aspects of theproject have been completed, the vendor management module conductscustomer surveys and receives, processes and stores in computer-readablememory the results of on-site inspections. See Block 74. According toanother embodiment, the vendor management module prompts a customerrepresentative to conduct a customer survey and on-site inspection, theresults of which are received, processed and stored in computer-readablememory. This information is then used by the vendor management module torank the vendors for maintenance of the certification list.

A system 70 of another embodiment of the present invention is shown inFIG. 4. The system 70 includes a processor 75 that communicates withother elements within the system via a system interface or bus 76. Alsoincluded in the system 10 is one or more display device/input devices 77for receiving and displaying data. The display device/input device maybe, for example, a keypad or pointing device that is used in combinationwith a display screen. The system 70 further includes memory 78, whichpreferably includes both read only memory (ROM) 90 and random accessmemory (RAM) 70. The ROM 90 is used to store a basic input/output system(BIOS) 91, containing the basic routines that help to transferinformation between elements within the system 70.

In addition, the system 70 includes at least one storage device 92, suchas a hard disk drive, a floppy disk drive, a CD-ROM drive, or opticaldisk drive, for storing information on various computer-readable media,such as a hard disk, a removable magnetic disk, or a CD-ROM disk. Aswill be appreciated by one of ordinary skill in the art, each of thesestorage devices 92 is connected to the system bus 76 by an appropriateinterface. The storage devices 92 and their associated computer-readablemedia provide non-volatile storage for the system 70. It is important tonote that the computer-readable media described above could be replacedby any other type of computer-readable media known in the art. Suchmedia include, for example, magnetic cassettes, flash memory cards,digital video disks, and Bernoulli cartridges.

One or more program modules can be stored by the various storagedevices, such as within RAM 79 (as illustrated in FIG. 4) or within thestorage device 92. Such program modules can include an operating system80, a catalog module 81, an envisioning module 82, a lead managementmodule 83, a scheduling module 84, an order management module 85, avendor management module 86, an account management module 87, aninventory management module 88 and/or an event management module 89. Themodules control certain aspects of the operation of the system 70, as isdescribed above, with the assistance of the processor 75 and theoperating system 80. While described as separate modules, thesefunctions may, instead, be integrated.

Also located within the system 70, is a system interface 93 forinterfacing and communicating with other elements of the retailer'sapplications 22, such as the management system 28 and in-store system 30illustrated in FIG. 2. It will be appreciated by one of ordinary skillin the art that one or more of the components of the system 10, 70 canbe located geographically remotely from other system components.Furthermore, one or more of the components may be combined, andadditional components performing functions described herein may beincluded in the system.

According to one embodiment, the system 10 can include optical ormagnetic wireless scanners (not shown) that the customer can usein-store to select purchasable items. These customer selections arereceived and processed by the catalog module 11 and stored incomputer-readable memory for later reference by the customer 20. If thecustomer desires, the customer may check-out after making the desiredselections of purchasable items, including tendering payment therefor.At check-out, the customer's selection of purchasable items iscommunicated to the order management system 15 by the catalog module 11and/or sales module 32. The order management module 15, either alone orin communication with the scheduling module 14, vendor management module16, and/or the event management module 19, will then prompt a customerrepresentative 23 to pull the purchasable items selected by the customer20 and arrange to have the items delivered to the customer. In oneembodiment, the customer 20 identifies a desired delivery time and dateat the time of check-out, which delivery time and date can becommunicated by the order management module 15 to the schedule module 14and stored in computer-readable memory.

FIGS. 1, 2, 3, and 4 are block diagrams, flowcharts and control flowillustrations of methods, systems and program products according to theinvention. It will be understood that each block or step of the blockdiagrams, flowcharts and control flow illustrations, and combinations ofblocks in the block diagrams, flowcharts and control flow illustrations,can be implemented by computer program instructions. These computerprogram instructions may be loaded onto, or otherwise executable by, acomputer or other programmable apparatus to produce a machine, such thatthe instructions which execute on the computer or other programmableapparatus create means or devices for implementing the functionsspecified in the block diagrams, flowcharts or control flow block(s) orstep(s). These computer program instructions may also be stored in acomputer-readable memory that can direct a computer or otherprogrammable apparatus to function in a particular manner, such that theinstructions stored in the computer-readable memory produce an articleof manufacture, including instruction means or devices which implementthe functions specified in the block diagrams, flowcharts or controlflow block(s) or step(s). The computer program instructions may also beloaded onto a computer or other programmable apparatus to cause a seriesof operational steps to be performed on the computer or otherprogrammable apparatus to produce a computer implemented process suchthat the instructions which execute on the computer or otherprogrammable apparatus provide steps for implementing the functionsspecified in the block diagrams, flowcharts or control flow block(s) orstep(s).

Accordingly, blocks or steps of the block diagrams, flowcharts orcontrol flow illustrations support combinations of means or devices forperforming the specified functions, combinations of steps for performingthe specified functions and program instruction means or devices forperforming the specified functions. It will also be understood that eachblock or step of the block diagrams, flowcharts or control flowillustrations, and combinations of blocks or steps in the blockdiagrams, flowcharts or control flow illustrations, can be implementedby special purpose hardware-based computer systems which perform thespecified functions or steps, or combinations of special purposehardware and computer instructions.

Overall, the system 10, 70 overcomes the difficulties encountered in theprior art by providing an at least partially integrated solution whereinthe customer 20 can design, select, order, purchase, and monitor thecustomer's project and coordinate services for the completion of theproject. For purposes of example only and not limitation, several of thebenefits of the system 10, 70 are set forth hereinbelow. The envisioningmodule 12 allows the customer 20 to visualize the selected purchasableitems in an environs defined by the customer as it is developed from aninitial, rough design, all the way through to the actual selection ofspecific goods with specific characteristics. The lead management module13 facilitates the sale of purchasable items by tracking customercontacts with the system 10, 70 and periodically providing leadinformation to customer representatives 23 for follow-up with thecustomer 20. The scheduling module 14 allows the customer 20 to obtainadditional help on design and/or selection of purchasable items, as wellas allowing the retailer to manage the customer's expectations forcompletion of the various tasks involved with order, delivery and/orinstallation of the selected purchasable items. The order managementmodule 15 manages the logistics associated with each order and apprisesthe various interested parties of the status of the order. The vendormanagement module 16 ensures that only quality vendors are involved inthe process, thereby overcoming the customer's lack of knowledge of thetrustworthiness and skill of the vendors. The event management module 19monitors and coordinates the completion of the execution hierarchy ofthe selected purchasable items to ensure timely completion andpreferably controls all prompts, etc. relating thereto.

Many modifications and other embodiments of the inventions set forthherein will come to mind to one skilled in the art to which theseinventions pertain having the benefit of the teachings presented in theforegoing descriptions and the associated drawings. Therefore, it is tobe understood that the inventions are not to be limited to the specificembodiments disclosed and that modifications and other embodiments areintended to be included within the scope of the appended claims.Although specific terms are employed herein, they are used in a genericand descriptive sense only and not for purposes of limitation.

That which is claimed:
 1. A system for facilitating the selection ofpurchasable items by a customer and ordering of the selected purchasableitems from a third-party vendor, the system comprising: a processingelement capable of proposing a plurality of purchasable items to thecustomer for selection by the customer, said processing element beingcapable of receiving data representing at least one purchasable itemselected by the customer, and wherein said processing element is furthercapable of communicating data representing the at least one purchasableitem selected by the customer to the third-party vendor.
 2. A systemaccording to claim 1 wherein the purchasable items comprise productsselected from the group consisting of furniture, appliances, flooring,decking, lighting, countertops, millwork, doorframes, window frames,doors, windows, paint, wall coverings, cabinetry, and shelving.
 3. Asystem according to claim 1 wherein the purchasable items compriseservices selected from the group consisting of design services,measuring services, installation services, maintenance services andwarranty services.
 4. A system according to claim 1 wherein theplurality of purchasable items comprise a plurality of configurablepurchasable items, said processing element being capable of solicitingfrom the customer specifications for the at least one configurablepurchasable item selected by the customer, said processing element beingcapable of receiving data representing the specifications for the atleast one configurable purchasable item selected by the customer, andwherein said processing element is further capable of communicating datarepresenting the specifications for the at least one configurablepurchasable item selected by the customer to a third-party vendor.
 5. Asystem according to claim 1 wherein the plurality of purchasable itemscomprise a plurality of configurable purchasable items, and wherein saidprocessing element is further capable of scheduling an appointment forthe customer with an in-store customer representative relating to the atleast one configurable purchasable item selected by the customer.
 6. Asystem according to claim 1 wherein said processing element is furthercapable of scheduling at least one of the delivery of, installation ofand on-site measurement for the at least one purchasable item selectedby the customer.
 7. A system according to claim 1 wherein saidprocessing element is further capable of prompting a customerrepresentative to contact the customer based upon the data receivedrepresenting the at least one purchasable item selected by the customer.8. A system according to claim 1 wherein said processing element isfurther capable of proposing a plurality of purchasable items to aplurality of customers for selection by the customers, said processingelement being capable of receiving and storing data representing atleast one purchasable item selected by each customer and datarepresenting at least one sales variable for each customer, and whereinsaid processing element is further capable of comparing the at least onesales variable for at least two customers.
 9. A computer program productfor facilitating the selection of purchasable items by a customer andordering of the selected purchasable items from a third-party vendor,the computer program product comprising a computer-readable storagemedium having computer-readable program code portions stored therein,the computer-readable program portions comprising: an executable portionbeing capable of proposing a plurality of purchasable items to thecustomer for selection by the customer, said executable portion beingcapable of receiving data representing at least one purchasable itemselected by the customer, and wherein said executable portion is capableof communicating data representing the at least one purchasable itemselected by the customer to the third-party vendor.
 10. A computerprogram product according to claim 9 wherein the purchasable itemscomprise products selected from the group consisting of furniture,appliances, flooring, decking, lighting, countertops, millwork,doorframes, window frames, doors, windows, paint, wall coverings,cabinetry, and shelving.
 11. A computer program product according toclaim 9 wherein the purchasable items comprise services selected fromthe group consisting of design services, measuring services,installation services, maintenance services and warranty services.
 12. Acomputer program product according to claim 9 wherein the plurality ofpurchasable items comprise a plurality of configurable purchasableitems, said executable portion being capable of soliciting from thecustomer specifications for the at least one configurable purchasableitem selected by the customer, said executable portion being capable ofreceiving data representing the specifications for the at least oneconfigurable purchasable item selected by the customer, and wherein saidexecutable portion is capable of communicating data representing thespecifications for the at least one configurable purchasable itemselected by the customer to a third-party vendor.
 13. A computer programproduct according to claim 9 wherein the plurality of purchasable itemscomprise a plurality of configurable purchasable items, and wherein saidexecutable portion is capable of scheduling an appointment for thecustomer with an in-store customer representative relating to the atleast one configurable purchasable item selected by the customer.
 14. Acomputer program product according to claim 9 wherein said executableportion is capable of scheduling at least one of the delivery of,installation of and on-site measurement for the at least one purchasableitem selected by the customer.
 15. A computer program product accordingto claim 9 wherein said executable portion is capable of prompting acustomer representative to contact the customer based upon the datareceived representing the at least one purchasable item selected by thecustomer.
 16. A computer program product according to claim 9 whereinsaid executable portion is capable of proposing a plurality ofpurchasable items to a plurality of customers for selection by thecustomers, said executable portion being capable of receiving datarepresenting at least one purchasable item selected by each customer anddata representing at least one sales variable for each customer, andwherein said executable portion being capable of comparing the at leastone sales variable for at least two customers.
 17. A method forfacilitating the selection of purchasable items by a customer andordering of the selected purchasable items from a third-party vendor,the method comprising: proposing a plurality of purchasable items to thecustomer for selection by the customer; receiving electronically datarepresenting at least one purchasable item selected by the customer; andcommunicating electronically data representing the at least onepurchasable item selected by the customer to the third-party vendor. 18.A method according to claim 17 wherein the purchasable items compriseproducts selected from the group consisting of furniture, appliances,flooring, decking, lighting, countertops, millwork, doorframes, windowframes, doors, windows, paint, wall coverings, cabinetry, and shelving.19. A method according to claim 17 wherein the purchasable itemscomprise services selected from the group consisting of design services,measuring services, installation services, maintenance services andwarranty services.
 20. A method according to claim 17 furthercomprising: soliciting from the customer specifications for at least oneconfigurable purchasable item selected by the customer; receivingelectronically data representing the specifications for the at least oneconfigurable purchasable item selected by the customer; andcommunicating electronically data representing the specifications forthe at least one configurable purchasable item selected by the customerto a third-party vendor.
 21. A method according to claim 17 furthercomprising scheduling an appointment for the customer with an in-storecustomer representative relating to the at least one configurablepurchasable item selected by the customer.
 22. A method according toclaim 17 further comprising scheduling at least one of the delivery of,installation of and on-site measurement for the at least one purchasableitem selected by the customer.
 23. A method according to claim 17further comprising prompting a customer representative to contact thecustomer based upon the data received representing the at least onepurchasable item selected by the customer.
 24. A method according toclaim 17 further comprising: proposing a plurality of purchasable itemsto a plurality of customers for selection by the customers; receivingelectronically data representing at least one purchasable item selectedby each customer and data representing at least one sales variable foreach customer; storing electronically data representing at least onepurchasable item selected by each customer and data representing atleast one sales variable for each customer; and comparing the at leastone sales variable for at least two customers.